Stuck on identity verification for my claim (update)

My claim has been on hold for 25 weeks because the identity check will not accept my documents. I do not usually post, so bear with me. I tried the online option twice and the app crashed. Do I need an appointment?

Try a different device and good lighting for the photo. My first three failed because of glare.

Write down the date and reference number each time you try. They asked for it when I finally got through.